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Lean transformation in the pure service environment: the case of the call service centre
15 references·16 citing·37 second hop
Lean transformation in the pure service environment: the case of the call service centre (2009)Lean transformation in the pure service e…Operations management (2010)Operations managementBuilding theories from case study research (2009)Building theories from case s…Disconnected Capitalism: Or Why Employers Can't Keep Their Side of the Bargain (2003)Disconnected Capitalism: Or W…Logistics needs qualitative research – especially action research (2002)Logistics needs qualitative r…Effective case research in operations management: a process perspective (2002)Effective case research in op…Case research in operations management (2002)Case research in operations m…Value Stream Management (1998)Value Stream ManagementProcesses of a case study methodology for postgraduate research in marketing (1998)Processes of a case study met…“Lean” service: in defense of a production‐line approach (1998)“Lean” service: in defense of…Squaring lean supply with supply chain management (1996)Squaring lean supply with sup…The machine that changed the world (1992)The machine that changed the …Management research: An introduction (1992)Management research: An intro…Service Positioning through Structural Change (1987)Service Positioning through S…Designing services that deliver (1984)Designing services that deliv…Case Study Research: Design and Methods (1984)Case Study Research: Design a…Integrating QFD for product-service systems with the Kano model and fuzzy AHP (2018)Integrating QFD for product-s…Impact of Lean and Sustainability Oriented Innovation on Sustainability Performance of Small and Medium Sized Enterprises: A Data Envelopment Analysis-based framework (2018)Impact of Lean and Sustainabi…The impact of lean practices on operational performance – an empirical investigation of Indian process industries (2017)The impact of lean practices …Values and behaviors of effective lean managers: Mixed-methods exploratory research (2016)Values and behaviors of effec…Leanness assessment: a literature review (2016)Leanness assessment: a litera…Lean services: a systematic review (2016)Lean services: a systematic r…Lean philosophy and its applications in the service industry: a review of the current knowledge (2015)Lean philosophy and its appli…The lean-performance relationship in services: a theoretical model (2014)The lean-performance relation…Lean manufacturing implementation using value stream mapping as a tool (2014)Lean manufacturing implementa…A literature review of empirical research methodology in lean manufacturing (2014)A literature review of empiri…Evidence of lean: a review of international peer-reviewed journal articles (2013)Evidence of lean: a review of…An instrument for assessing lean service adoption (2013)An instrument for assessing l…Lean in UK Government: internal efficiency or customer service? (2012)Lean in UK Government: intern…A comparative analysis of Lean practices and performance in the UK manufacturing and service sector firms (2012)A comparative analysis of Lea…Service supply chain management (2011)Service supply chain manageme…Developing an understanding of lean thinking in process industries (2011)Developing an understanding o…Breaking Free from Product Marketing (1977)Customer satisfaction, customer retention, and market share (1993)River Magic: Extraordinary Experience and the Extended Service Encounter (1993)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. 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Toward a (Public) Service-Dominant Approach (2012)Lean and green – a systematic review of the state of the art literature (2015)
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Cited by

  • 2016Lean services: a systematic review

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219 cited
  • 2018Impact of Lean and Sustainability Oriented Innovation on Sustainability Performance of Small and Medium Sized Enterprises: A Data Envelopment Analysis-based framework194 cited
  • 2014A literature review of empirical research methodology in lean manufacturing178 cited
  • 2011Service supply chain management147 cited
  • 2016Values and behaviors of effective lean managers: Mixed-methods exploratory research143 cited
  • 2013Evidence of lean: a review of international peer-reviewed journal articles136 cited
  • 2013An instrument for assessing lean service adoption134 cited
  • 2012A comparative analysis of Lean practices and performance in the UK manufacturing and service sector firms132 cited
  • 2012Lean in UK Government: internal efficiency or customer service?129 cited
  • 2017The impact of lean practices on operational performance – an empirical investigation of Indian process industries125 cited
  • 2015Lean philosophy and its applications in the service industry: a review of the current knowledge122 cited
  • 2014Lean manufacturing implementation using value stream mapping as a tool122 cited
  • 2016Leanness assessment: a literature review121 cited
  • 2014The lean-performance relationship in services: a theoretical model118 cited
  • 2011Developing an understanding of lean thinking in process industries118 cited
  • 2018Integrating QFD for product-service systems with the Kano model and fuzzy AHP116 cited